Posted by AngryAnt
I am having too much trouble with this ASUS LAPTOP. Now it is only apeaking french and I can not find anything that will change it....what is this?? I want to send it back.
Asus customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Asus.
06
Apr
17
Mar
Posted by Anonymous
The customer service at Asus is nothing short of a total disaster designed to frustrate the consumer and bill for services that should be covered under warranty!
DO NOT BUY THESE PRODUCTS!!!!! If your device needs sevice they will argue with you for weeks regarding how paperwork was sent with device and about the warranty date. Then they will tell you there is "physical damage" not covered by the warranty and bill you almost the cost of the device. I will NEVER buy an Asus product again!
24
Feb
06
Feb
14
Jan
10
Jan
19
Dec
Posted by elmotors
Worst Service Ever.. First Asus desktop for me and MOST certainly the last one.
I was sold this trash by Fry's Electronics off the shelf. I was doubtful about the configuration because the machine, which came equipped with an SSD of 100 GB as drive C (with the operating system occupying 60% of it already) and a 2 TB conventional drive. The machine runs on Windows 8.1. I have had to load software on drive D:, primarily software from Autodesk, and I find that it does not operate properly on that drive. I was told at Fry's that the operating system can be reinstalled on the conventional drive if needed, that I would have to contact ASUS if I wanted to do so. The machine did not come with a recovery DVD. Now the heroes at ASUS tell me that they would not support such a change, That I would have to go to a technical support house to do so. Again, the angels will be ice skating on the roof of HELL before I touch another ASUS product again. BUY AMERICAN.!!
20
Oct
Posted by tomgy96
hello i want to change the videocard in my laptop/notebook.
i have a nvidia geforce gt 635m 2gb and i want to change it to a nvidia geforce gt 730 or 740 with 2 gb.
but my question is then does the size of the new videocard is the same as the one now.
and of it doest get much bigger my laptop then?
the specs and all are good and it must work says the internet.
my laptop is Asus R700VJ-TY075H(if this is needed)
25
Jul
Posted by Anonymous
Unavailable when tried phone number. Verizon says number has been disconnected. Address incorrect also on my manual. Disappointed! Won't purchase another electronic device from this company. Technical support when I could get through was great. Battery completely gone and still have warranty. Will buy somewhere else.
13
May
Posted by Mollykat
I have never been so upset or disappointed with a product and it's service department. I bought my laptop in January and the screen cracked shortly thereafter. I contacted your service department, did everything the instructed me to and sent the laptop to them. It is a month later, my laptop has not been repaired or returned to me. four times they asked for the credit card authorization to be completed and faxed 4 different times which I did each and every time. Two weeks later after claiming they did not have a completed copy on file I was told my laptop had been sent back to me. Two more weeks and I do not have my laptop, a tracking number and no one seems to know where it is. . I have spent over 4 hours on the phone listening to condescending "I am sorry"(s). I regret the day I even considering purchasing this product.
06
May
Posted by WCarp
The AMD motherboards I have used have quality issues, resulting in too many RMAs and additional costs and time. You CAN NOT talk to anyone at their Corporate Office--so forget about that. About a month ago, suddenly, I could no longer call their Customer Care Department. When I email their Customer Care Department, it takes a long time usually to get any meaningful response. As part of an RMA for two boards, they forgot to include some important parts which then turned into a hassle to try to get--and then there were no manuals sent with the different boards. I was told by a Manager that they would send me the manuals on CDs a few weeks ago but I still haven't received them. The issues just go on and on over the years.
13
Apr
30
Mar
29
Mar
22
Feb
Posted by Mars Bonfire
I'm filing his report in both categories - GOOD & BAD, for reasons that will be made clear by the end.
I am an Albertan who owned a new 2011 $1800, ASUS Republic of Gamers (ROG) G74SX that was sent back to the ASUS repair depot in Ontario a record 7 (seven, XII) times for: 1. faulty touchpad software. It came with a 'Sentelic' driver that caused the cursor to zoom psychotically around the screen every 5-15 minutes. A reboot corrected it...for another 5-10 minutes and after 64 reboots in a 16 hour day, this became old. Asus Customer Service (ACS from here on) made me reload Windows 7 four (4, IV) times as a cure. I rebelled on the 5th & sent it back to ACS demanding a Synaptic TP driver which they finally agreed to after much phone tag & 4 weeks of lost time. 2) three weeks after getting it back, the DVD-ROM would not read or write well. Called ACS, got RMA, sent it to Ontario. They replaced it but another 3.5 weeks lost. 3) Five weeks later the left TP button ceased to work. ACS, RMA, shipped to Ontario & waited..and waited. Many calls of which 6 were not returned, I finally got it back... 4.5 weeks later. 4) Less than 3 (three, III) weeks after it was back in my hands, the DVD-ROM went on the blink again. ACS, RMA, Ontario & back in a record 3 weeks. 5) Afer owning it for 8 months several keys on the keyboard became useless, had to be pressed on a certain corner or pushed hard to register. ASC, RMA, Ontario, they replaced keyboard and got it back to me in 4 weeks flat. 6) A month later the left button of the TP stuck and nothing would make it unstick. ACS, RMA, Ontario and back in 3 weeks. 7) Winter set in and with it came very low humidity & hair-frizzing static so each time I got up and walked a bit, as soon as I touched he keyboard the machine shut down and would NOT restart. ACS, RMA, etc. and they replaced the motherboard. Got it back in 4 weeks. Nothing changed. It still shut down and would restart only if I unplugged it, removed the battery, waited 10 minutes & rebooted. Too fed-up to call ACS I rigged a home-made wrist strap of copper wire and grounded it to a nearby receptacle. Ugly but it worked and I wore that until spring came. 8) left speaker went fuzzy even at very low volumes. ACS, RMA, blah-blah,they fixed it and had it back to me in 3.5 weeks. But nothing changed. The speaker was still fuzzy! By this time the warranty was up so I did not bother pestering them further.
So during their 12 month warranty period I sent it back 8 times (should have been 9) and in that time my PC was in their possession or in transit for almost as long as the owner used it!
At the 15th month the LCD Screen died. My great ASUS Republic of Gamers, G74SX-XTI experiment is over...permanently. It now resides in a landfill along with ACS. Over all, the customer service was polite and they fixed things. Trouble was that I had to use ACS so ridiculously often that I may as well have moved from Alberta to Ontario and rented a suite near their repair depot!
Mars Bonfire
06
Feb
24
Jan
Posted by kandricci
My asus tablet is starting to do crazy things, and after reading these horror stories. I'm not even going to try to get help.
The problem is it is a google product. Google has the worst customer service. The WORST!!!!
That's to bad, I paid over $500 for my devise. Or should I say a lesson.
Dell has a real nice tablet and great customer service. Or to even to get away from android, go Apple.
Does anybody out there want to buy an Asus transformer tablet????? CHEAP.
23
Jan
Posted by WNC.green
I started having issues with Asus after 2 months, I
The computer went ballistic, haywire, the warranty on the back states the product would be repaired within the warranty period, shipped my computer off 1/08/14, it took forever to arrive 1\14/14 and today is 1\24/14 no information about my notebook, I was told the product is still in repairs and someone from that department will contact me with information regarding my notebook, so now I wait some more. I use my computer for business reports and other important activities, I purchased this product because of recommendations, I want Asus Inc to honor their warranty and product service agreements to provide quality service for their brand name. Asus, if your corporation fail to stand by your customers and your product your company has failed.
05
Nov
Posted by cjean10
Purchased a $999 ASUS Q550L for our son who was entering medical school. The machine has been inoperable for 2 of the 3 months he has been in school. Calls to customer service routinely have lasted for over an hour with no resolution. I have been placed on hold for periods over 20 minutes and calls have dropped. Representatives routinely say I must go through Best Buy and Best Buy says they are not permitted to replace machines by ASUS. ASUS rep told my son he had to pay to ship new machine for repair which cost him $100. Recording while on hold touts their "free 2 way standard shipping." Rep said that was only on second repair! Also was told that because Best Buy did the first two repairs on the machine and ASUS had only repaired it once, they would not replace the machine until it had broken 2 more times bc they have a "replace after 3 repairs policy"!!!! REALLY??? Requests to speak with a manager are consistently denied as I am slowly moved up the chain of command. After several hours of waiting to speak with a supervisor I was told to have my son call back and they would "troubleshoot" the problem. He was then told it needs to go back to ASUS again. (He has had it back for 3 days!) Worst customer support ever! This company DOES NOT support its products!
05
Nov
Posted by swineshead
It is impossible to reach anyone higher than a generic tech support person. I've been told that the computers are down, that a supervisor is on another call, that someone will call me back, that my computer is being repaired - but the web "status" is always "waiting" - one step above having received the laptop for repair. To add insult to injury, I never received an invoice marked "paid", just an auto-generated e-mail stating that repairs would begin after "will have these processed accordingly".
22
Oct
Posted by [email protected]
Why why why do Americans outsource every damn customer support job to foreigners that can't speak English?! It's not supportive by any Stretch of the imagination, and It's part of the demise of this country. Shame on you for not keeping our jobs here in the usa and shame on me for purchasing your products. It won't happen again!
And the fact that I must agree to your term of you modifying what I want to say is also unamerican and degrading. You need to reevaluate your company policies, as I will reevaluate whom I do business with.
06
Sep
16
Aug
Posted by RoaringLyon
I purchased an ASUS Zen UX31A Ultrabook in Jan 2013. When dealing with repairs re: a damaged audio port, and a loud clicking touchpad, I spilled OJ while backing it up. Customer Service was very helpful with adding the OJ spill repair to the same code# as the previous repairs. This was dealing with people on the phone. After shipping the repair activity goes totally off-grid. When my computer was not repaired in the 5-7 biz days quoted (already an excessive length of time with 3 days shipping on both ends, and non-biz days) I called to find out the status. ASUS protocol is to have the customer support person function as a "fire wall" in accessing repair department, answering repeatedly 'the normal length of repair time is 5-7 days.' I have been unable to get any information from trying to reach a live person by phone for almost a month now. Finally, after 23 days (15 official biz days) I receive an e/mail that states my system is a complete loss, and do I want to replace it. (I had accidental damage protection.) It took them this long to realize what I already knew and so did the ASUS person who assisted in the repair code. If I did not respond in 4 biz days they were going to send me back the unrepaired computer! At least at this point I had a person who was receiving e/mails that I could communicate. I had numerous concerns about the timing, the computer to be used as replacement, the additional minimum of 5 days to set up a replacement computer, and where they going to send me another system with loud clicking touchpad requiring me to recycle it back to repair and potentially loose another month!! BUT i could not speak to anyone directly in repair by phone to address my concerns and issues. Instead I had to take 2+ days of back and forth e/mails to address the issues with a e/mail support individual for repair. I will say after, finally getting her to understand I do have a commitment to check the clicking, expedite repair if possible, and send 1 day delivery. But as a consultant it cost me over 2 days billable hours! I hope to see the computer shortly or we will be talking measuring in months not days, or weeks! Don't bother with the Supervisors. they cannot speak directly with repair department either; only by e/mail. I finally did use the phone number on this site to reach a live person in "escalation" who committed to me that they would discuss this inability to speak to someone, and the long length of time where they go dark with your repair. He promised to communicate with me the outcome of those discussions. If they don't put in a live human being with whom you speak on the phone, I am done with ASUS re buying for others in my business despite the high quality performance. The repair policy and protocols are broken. And the customer is left totally in the dark at their mercy alone. We will see if they step up to the plate.
-- RoaringLyon
13
Aug
10
Jul
Posted by anonymous
I own 2 Asus products and have had very poor service on both. I have had my Nexus 7 for just 4 months, it won't turn on anymore. I called and after at least 15 dropped calls and countless holds with a promise if this happened they would call back, (but never did) I simply asked for a different number I could call to see if someone other than tech support could help me replace a 4 month old product. While I was still on hold on my phone, my husband called and his call was taken over mine, with no solution unless he wanted to pay $199 to send it to them to look at only. Repair cost was on top of that.
Unfortunately I had just purchased him an Asus notebook. We tried to register it on line. We received no confirmation, called the company to check for confirmation and were told no one there could look up that information. I am VERY dissatisfied with customer service with Asus company. Never been so poorly treated.
